Call Management Associate

With over 138 years of innovation and service excellence, Burroughs keeps technology running for some of the largest financial institutions and retailers across North America. Through our North American network of field service professionals and digital support teams, we deliver full lifecycle management for payment and transaction automation, self-service robotic, and IoT technologies-ensuring our customers experience maximum uptime and performance every day.

At Burroughs, we believe in growing our people as much as we grow our technology services. Many of our leaders began their careers in the field and their success stories continue to inspire new generations of technicians, engineers, and support professionals. Our work is diverse, dynamic, challenging, and rewarding-but for those with curiosity, integrity, and a drive to learn, Burroughs is a place to build a lasting and meaningful career.

Job Summary

Provide real-time management of maintenance and project service calls to ensure that Burroughs technicians are as efficient as possible and that customer SLAs are met to the greatest extent possible with existing Field Service staffing. The objective of this role is to ensure customer satisfaction and Field efficiency, and at the same time eliminate the day-to-day call management workload from the District Manager.

Essential Functions

• Monitor service and project calls for assigned region, reassign calls based on SLA requirements, technician availability, and technician location.
• Demonstrate understanding of assigned territory, such that reassignment of calls can be effectively handled based on technicians current location.
• Answer customer escalations for assigned region, coordinating with Service Technicians and District Managers.
• Alert District Manager of at-risk SLAs and service issues that cannot be resolved.
• Document service call actions in Burroughs Service Center system.
• Work with the District Managers in assigned region to understand technician and overall region objectives and desired targets, results for technician efficiency and customer satisfaction.
• Perform call management functions to contribute to these overall objectives and targets.

Knowledge, Skills, and Abilities

• Knowledge of assigned territory to and technicians to enable optimal call management.
• Knowledge of Burroughs systems and procedures for handling and documenting calls.
• Customer Service: • Listening • Patience • Strong communication (oral and written)
• Ability to work independently.
• Ability to exercise sound judgement and make good decisions.
• Team-centered work, working well with co-workers to resolve issues and problems.
• Analysis and problem-solving.
• Punctual and reliable.
• Multi-tasking.
• Work well in fast-paced, ever-changing environment.
• Attention to detail.
• Initiative.

Physical Requirements and Working Conditions

This is largely a sedentary role requiring use of typical office equipment such as computer, laptop, and cell phone. Office position.

Education and Experience

• High school diploma or GED.
• Prior customer service or equivalent problem-solving experience required.
• Effective use of Microsoft applications, including Windows, Outlook, Excel, and Word.

Other Duties

Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the team member for this job. Duties, responsibilities, and activities may change at any time with or without notice, depending on company/client requirements.

Burroughs is an Equal Opportunity Employer and Drug-Free Workplace. Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, sexual orientation, gender identity, protected veteran status, or disability.